IGES Section

Quality Gifts at Getaways (From page 120)

Retailers point out essentially “anyone” may purchase a quality gift with a higher price tag, so it’s important to carry a variety of items, from glassware to wall décor to home goods. Karen Gilman , gift shop manager at Samoset Resort in Rockport, Maine, said their most successful quality gifts include any kind of ornament, and jewelry, naming Maine Shellware as a standout seller. She noted, “Everybody is attracted to gifts with a high price point. That’s what our clientele wants. They want something that says, ‘I was here at the Samoset and this reminds me of being here.’ Anything from local vendors or artisans sells well—‘local’ is where the business lies. It’s not necessarily the price tag [determining the sale], but more what kind of item it is, and whether it’s from the midCoast or specific to our area.” Nicky Bohorfoush , retail supervisor with Delaware North, retail partner of Kalaloch Lodge in Forks, Wash., said items from local vendors or with a local flair are customer favorites. She counts Pendleton brand blankets, embroidered or engraved items bearing the Kalaloch name, and Stetson hats among their best-selling quality gifts.

Retailers said they are not seeing one standout trend, as 2020 was an anomaly in every way and not many trends emerged. Consumers’ buying focus still seems to be the home and garden. Leggett said she is selling more home décor items, from furniture to fine art. “In today’s climate, the trend seems to be staying close to home enjoying the natural ambiance enjoying great food and investing in personal homes and cabins,” she said. Henzlik noted, “All walnut boards, made by hand locally, have been a favorite for a gift. We are also carrying Milk Barn and Barefoot Dreams luxury baby items [which are] a huge hit!”

Great customer service and warm hospitality are hallmarks of resorts. That same focus on the customer extends to the retail side, starting with creating a pleasant,

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Quality Gifts at Getaways (From page 122)

welcoming atmosphere. “As you walk into our Market, you are greeted with the smell of fresh cookies made daily. If you visit our beachside patio, you will hear the sounds of crackling fires, as our grill roasts freshly-picked oysters,” Leggett said. “This inspires our guests to purchase original oil paintings of the Olympic Mountains.” Phelps said giving customers a great shopping experience starts with getting to know them. “Remember what they like and what they are coming for. We remember what they like—even those who have been coming here for 20-plus years. We greet the customer and help them. They all come in with different ideas. We’ll point them in the right direction and help them out.”

Gilman said knowledge is a big part of giving customers a great experience. “If there is anything they have a question about, I have an answer ready. We just try to make guests feel welcome.” Henzlik said their key element is “good old-fashioned Ozark hospitality! We stick with specialty vendors that you would not find at a department store or online as much as possible. Additionally, we support local artisans whenever we can. People like to buy local products.”

Merchandising is critical for any retailer; resort shop operators have an advantage over other retailers as most of their customer base is already on-site.

Regardless, a well-positioned, eye-catching display is critical to driving sales. “I don’t just include the higher price point gifts,” Phelps said. “I’ll add in some logo wear and other items. People will walk by and see we have a certain item. To me, a good display is all about height. Our displays are on a table that you can see from our shop window, so I’ll go out and look inside to see if the display is noticeable. We’ll also do a lot of artificial flowers, vases—anything that gives the display a pop of color. That’s what draws people. People comment on our displays—they’ll buy items right from it. We try to keep them stocked and looking full.” Gilman said an effective display is both eye-catching and inviting, with a range of textures. “[Customers] need to see items, touch them, play with them,” she said. “A good display has color, but it depends on what is being displayed. For home décor, you want to keep like colors together. For items like Sea Bags, you want a variety of colors.”

For resort shop retailers, one-of-a-kind merchandise, an attractive display, and top-notch customer service work together to drive the sales of all kinds of souvenirs and special mementos. ❖